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Below you will find answers to our most frequently asked questions
Frequently Asked Questions
Below you will find answers to our most frequently asked questions
PRODUCT INFORMATION
OUR PRODUCTS
How do I find the right size & fit?
Looks might be important, but fit and comfort are king. It doesn’t matter how wide, narrow, short or long your foot is, we are committed to helping you find the right fit. Read our size guides to help you to choose the right pair for you.
Mens Boots Size Guide
Women's Boots Size Guide
Unisex Boots Size Guide
We are committed to helping you find the right fit, read our apparel size guides below to help you choose the right size
Women's Tops & Dresses
Women's Jeans & Skirts
Mens Shirts, Polos & Rugbys
And remember, if the fit isn’t quite right, refunds are easy
REPAIR & CARE
How do I care for my R.M. Williams boots?
Every leather upper in every boot was originally a living, breathing skin and as a result, needs to be maintained like one. Treat it well, condition it and give it the occasional polish and it will not only last longer, but will survive whatever you throw at it.
Visit our Boot Repair page to find out more or you can shop our leather care products here
How can I get my R.M. Williams boots repaired?
Whether it be resoling your boots, fixing your stitches, or replacing the iconic tugs and elastic, our Boot Repair Room is equipped to bring your RM’s back to life and you back on your feet.
Visit our Boot Repair page to find our more or you can book you repair at your nearest store or Book a repair online
DELIVERY
Why do you have different delivery timeframes for boots certain on the website?
Whilst we hold inventory for the majority of our boots, some styles are made specially for you in our Adelaide workshop. Delivery timeframes are clearly stated on the product page, in your basket and on your order confirmation.
ORDERS
PAYMENT
What payment methods does R.M.Williams accept?
For information on payment methods in your region, view our Payment page
How much duties and taxes will I have to pay?
Don’t worry about additional charges as all prices are inclusive of customs duties and taxes.
Do you accept orders over the phone or email?
Whilst we try to make it as easy as possible for you to shop online we are also more than happy to take orders over email or phone. Simply contact our Customer Service team by calling +61 8 825 910 07 or emailing customerservice@rmwilliams.com.au
GIFT CARDS
How do I buy a gift card?
You can buy an R.M. Williams gift card in AUD Dollars by following the steps below:
- Purchase your gift card
- Select a gift card amount
- Add it to your basket
- The Gift Card will be delivered in our signature packaging
At this stage, gift cards can only be purchased in AUS Dollars (AUD) by individuals in Australia and can only be redeemed by users at rmwilliams.com.au or our Australian retail store network.
CHANGE OF MIND
Can I change or ammend my order once it has been placed?
Don’t worry this can happen. We have a small window before your order is dispatched where we can attempt to update your order. The best and fastest way is to contact our Customer Service team by calling +61 8 825 910 07 or emailing customerservice@rmwilliams.com.au
DISPATCH & DELIVERY
DELIVERY
Which destinations fo R.M.Williams ship to?
We currently deliver to Australia, New Zealand, United States and the United Kingdom. You can also shop at one of our many stockists or retail stores worldwide.
Visit our Store Finder to locate your nearest store.
How long does delivery take & cost?
For information on delivery and shipping charges to your destination, view our Delivery Options
FREE DELIVERY
How do I get free delivery?
Getting your R.M. Williams order delivered for free is simple. Free standard delivery is applied automatically (no promotional code necessary) when your order subtotal meets our minimum order requirement before any delivery charges or taxes have been applied, and after any discounts have been applied. Learn more about your delivery options and getting free Delivery
ORDER TRACKING
How can I track my order?
Once your order has been dispatched, you will receive an email containing your Tracking Number to track your package.
If you have registered, you can also check the status of your order by signing into your account and selecting My Account followed by My Orders
RETURNS
RETURNING YOUR ORDER
How do I return my order?
Making a return is easy. You have 30 days to decide whether to keep your items and if for any reason you need to send them back then simply follow the steps on our Returns & Refunds page.
Remember, returns are always free.
What is the R.M.Williams return policy?
We want you to enjoy the craftsmanship and quality of our products as much as we do. You have 30 days to try your items on in the comfort of your own home and if for any reason you need to send them back you can return any item (some exceptions apply) for free.
Visit our Returns & Refunds page for more information.
REFUNDS
Will I be refunded the full value of my order?
Your refund will be issued to your original payment method.
Shipping costs are not refunded unless your items are faulty. All customs duties and sales taxes are non-refundable.
Where's my refund?
Once your return has been received, checked by our specialist and processed we will send you a confirmation email and issue a refund to your original form of payment method within 14 days.
Please note that if we do not receive a return form or proof of purchase with your return, then your refund may be delayed.
It may take an additional ten business days for your account to reflect the refunded amount. Check with your bank or financial institution to determine when they'll make your refund available.
ACCOUNT
ACCOUNTS & PRIVACY
Do I need to set up an account to place an order?
You can shop with us at R.M. Williams without creating an account.
However, register with us and you'll be able to enjoy the following benefits:
- Track your orders and review past purchases
- Add sold out items and products you love to your Wish List
- Save your address and card details so you can shop even quicker next time
Is my personal information kept private?
Please be assured that we take data protection seriously. For more information, please read our Privacy Policy in full.
I FORGOT MY PASSWORD
I've forgotten my password, what should I do?
To reset your password, follow the 'Forgot your password?' instructions on the Sign In page. Please note, for security reasons we are unable to send your old password via email.
SALE
Does R.M.Williams have seasonal sales?
We offer seasonal sales throughout the year. Sign up to receive email updates on special promotions, new product announcements, gift ideas and more.
CORPORATE
STORES & STOCKISTS
How can I locate my nearest R.M.Williams store or stockist?
Use our storefinder to find your nearest R.M.Williams store or stockist
ABOUT R.M.WILLIAMS
Where can I get more information about R.M.Williams?
We are proud of our heritage here at R.M. Williams, you can learn more about Our History or for more information on our most iconic boot visit The Craftsman page.
To keep up to date, you can also sign up to our newsletter.
PROMOTIONAL TERMS & CONDITIONS
- Welcome Promotion
- AfterPay
- Gift Cards
- Happy Birthday Promotion
- Instagram Usage Request
- Sale
- PayPal
- 30% off City Collection
- 40% off Signature Collection
- End of Season Sale
Terms & Conditions
- Receive 15% off full price apparel, care products & accessories on your first purchase.
- Promotion code is valid for one single use only.
- Not available in conjunction with any other offer.
- Offer not redeemable for cash and not valid for gift card purchases, against prior purchases, and lay-bys.
- Offer not redeemable on Footwear, Sale Items, Bespoke and Exotics.
- This offer is only valid to contacts who are subscribed to R.M.Williams email database.
- This offer can only be redeemed within 30 days of receiving the Welcome email.
- This offer is only available on the R.M.Williams online store.
Terms & Conditions
- Order value limits apply for first time Afterpay users, determined by Afterpay at the time of transaction.
- The funds for the first payment will need to be available at the time of checkout. If you are a new Afterpay customer, the first payment will be made at the time of purchase, with payments over the next 6 weeks. Once you have been an Afterpay customer for at least 6 weeks for all orders under $500, your first payment is made in 14 days, with final payment in 8 weeks.
- Your payment schedule will be emailed to you.
- The standard R.M.Williams return policy applies for all orders made with Afterpay.
- *If you fail to make payment, you will be charged a late payment fee of $10 with a further $7 fee added 7 days later if the payment is still unpaid.
- For full terms and conditions please visit AfterPay
Terms & Conditions
- Physical Gift Cards can be purchased & redeemed online at r.m.williams.com.au and in R.M.Williams owned retail stores* in Australia
- *Physical Gift Cards cannot be redeemed at any R.M.Williams outlets, clearance or concession stores e.g. Myer.
- Physical Gift Cards can only be redeemed in the market where they were purchased e.g. If purchased in Australia in AUD, it can only be redeemed in Australia
- Physical Gift Cards purchased in Australia will expire 36 months from purchase
- Physical Gift Cards can be redeemed by entering the unique card number on the back of the Gift Card at online checkout or by presenting the card in store
- The Physical Gift Card is partially redeemable and it is up to the cardholder to use the full value within the validity period. Not redeemable for cash
- If the full balance is not spent in one transaction, the remaining balance will remain on the physical gift card
- Any unused balance will not be refunded or credited when the card expires
- Treat your Physical Gift Card as cash. Lost or stolen cards will not be replaced or refunded
- You can choose whether to have the Physical Gift Card delivered to the recipient or posted to your own address
- Physical Gift Cards are dispatched within one to three business days and sent via Registered Post
- Digital Gift Cards can be purchased online and redeemed at r.m.williams.com.au and in R.M.Williams owned retail stores* in Australia
- *Digital Gift Cards cannot be redeemed at any R.M.Williams outlets, clearance or concession stores e.g. Myer.
- Digital Gift Cards can only be redeemed in the market where they were purchased e.g. If purchased in Australia in AUD, it can only be redeemed in Australia
- Digital Gift Cards purchased in Australia will expire 36 months from purchase
- Digital Gift Cards can be redeemed online by entering the ‘digital voucher code’ in the Payment section in the checkout, OR in store by presenting the digital gift card email (on screen or print out)
- This Digital Gift Card is partially redeemable and it is up to the cardholder to use the full value within the validity period. Not redeemable for cash
- If the full balance is not spent in one transaction, the remaining balance will remain on the digital gift card
- Any unused balance will not be refunded or credited when the card expires
- Treat your Digital Gift Card email as cash. Misplaced or misused Digital Gift Cards will not be replaced or refunded
Terms & Conditions
- Promotion code is valid for one single use only.
- Not available in conjunction with any other offer.
- Offer not redeemable for cash and not valid for gift card purchases, against prior purchases, and lay-bys.
- Offer not redeemable on Footwear, Sale, Bespoke and Exotics.
- This offer is only valid to contacts who are subscribed to R.M.Williams email database.
- This offer can only be redeemed within 30 days of receiving the Birthday email.
- This offer is only available on the R.M.Williams online store in Australia & New Zealand.
Terms & Conditions
Terms and conditions: if approached by @RMWilliams_official with the request to use your Instagram posts please reply on the same image using the hashtag RMWilliamsapprove. Images may be used for email content, our Shop Social page: https://www.rmwilliams.com.au/shop-r.m.williams-instagram-images/Shop_instagram.html, surfaced on product pages or sponsored posts on Facebook. If you do not wish to allow us to use your image do not hashtag the image. If you have any questions please respond via direct message to @RMWilliams_official.
PAYPAL PROMOTION
Terms & Conditions
PayPal is not responsible for promotions offered by third parties and you should read the Terms & Conditions relevant to any promotion at the merchant’s website. The PayPal service is provided by PayPal Australia Pty Limited (ABN 93 111 195 389) which holds an Australian Financial Services Licence number 304962. Any information provided is general advice only and does not take into account your objectives, financial situation or needs. Please consider the Combined Financial Services Guide and Product Disclosure Statement available at www.paypal.com.au before acquiring or using the service.
SALE
Terms & Conditions
- Discount will be automatically applied
- Save up to 60% off
- R.M. Williams Online Outlet Prices
- Not available in conjunction with any other offer
- This promotion is valid from Tuesday 23rd April 5pm EST
- Until stocks last
- Offer not redeemable for cash and not valid for gift card purchases, against prior purchases, and lay-bys
- This offer is only available online at www.rmwilliams.com.au (Australia Only)
30% OFF SELECTED RMW CITY LEATHER COLLECTION
Terms & Conditions
- This offer commences 04 March 2019 12am EST
- Until stocks last
- Receive 30% off full price selected leather goods from the RMW City Collection
- Not available in conjunction with any other offer
- Offer not redeemable for cash and not valid for gift card purchases, against prior purchases, and lay-bys
- This offer is only available on the R.M.Williams online store - rmwilliams.com.au
- Discount will automatically be applied at the checkout
40% OFF SELECTED SIGNATURE COLLECTION
Terms & Conditions
- This offer commences 26 December 2019 12am EST
- Offer avaliable until stocks last
- Offer excludes R.M.Williams Men's Signature Collection styles
- Receive 40% off full price selected leather goods from the R.M.Williams Signature Collection
- Womens items only, products/styles include the Signature Tote Bag, Signature Bucket Bag and Signature Saddle Bag
- Not available in conjunction with any other offer
- Offer not redeemable for cash and not valid for gift card purchases, against prior purchases, and lay-bys
- This offer is available on the R.M.Williams online store - rmwilliams.com.au, rmwilliams.com, rmwilliams-store.co.uk and instore
- Discount will automatically be applied at the checkout
Terms & Conditions
- This offer commences 25th December 2019 03:00pm AEST
- Until stocks last
- Save up to 50% on selected items
- Not available in conjunction with any other offer
- Offer not redeemable for cash
- This offer is avaliable instore and online
- Discount shown on products and applied in cart
